O'Brien's Bed and Breakfast operates a small inn in Wilmington, North Carolina. Kay O'Brien knows that customer service and customer satisfaction are the keys to staying in business. Indicate by placing an X in the appropriate column whether the following measures are leading or lagging, qualitative or quantitative indicators of customer satisfaction for O'Brien's Bed andBreakfast:

Transcribed Image Text:

Leading Lagig ualiative Quantit Leading Lagging Qualitative a. Customer satisfaction score b. Guest room cleanliness score c. Annual investment in linens d. Employee retention e. Return visits per year f. Time to respond to reservation requests g. Percentage of guest rooms ready at check-in h. Employee satisfaction i. Customer referrals per year